PARKROYAL COLLECTION Kuala Lumpur

The room was where this hotel let me down. The toilet had a noticeable urine smell, as if it hadn't been cleaned properly, and the bathroom corridor floor felt sticky. The air conditioning also wasn't cool enough on either night. I felt warm even without a blanket, and the room only cooled down toward early morning. There were good points too. The design, lobby, signature scent, and corridors felt pleasant and welcoming, and shops and attractions were within walking distance. The restaurant had good food choices and a nice atmosphere. I enjoyed the pool, though the water was unexpectedly salty. Given the brand's reputation, I hope they pay more attention to room cleanliness and temperature.

I left feeling disrespected and disappointed, and my email to the hotel got no response. The worst interaction was with an Indian staff member whose name I didn't catch. While I was checking in with another employee, he came over singing to his female colleague and ignored me. It struck me as extremely unprofessional, almost like sexual harassment from my point of view. When I handed him my TNG card to validate it, he left my hand hanging without taking it or saying anything. He then said he'd validated it using my car plate, but I still had to pay for parking when I left. I've stayed at several KL five-star hotels, including Hilton, Shang, and Ruma, and he's the only person who's made me so uncomfortable talking to. There were some kind staff members: a Chinese woman guided me to reception, and Jovita provided good hospitality. But the rooms and supplies were disappointing for a five-star Park Royal Collection: the hair dryer was at the bottom of the wardrobe, the drain was slow, soundproofing poor, and the shaver had only two blades. There was dust above the toilet bowl and the flush worked badly, though the bedroom itself was clean. Most food stations had sunny-side-up eggs, and I wondered if the former chef had no ideas for other dishes.

The breakfast was cold, and the staff didn't seem happy or welcoming. Food left outside our door overnight was still there the next morning. Even the little details were disappointing, and the stay wasn't worth the price or room quality. We stayed two nights, 22-24 May, with four adults and one child in a family room and a twin room. The family room had a double-decker bed with a train design, but there were crumbs and lots of dust in its crevices. The bedsheet felt rough and well used, and the carpet had stains throughout. The cotton pads were poor quality too. The shower head was broken and sprayed water from the hose, while the drain was slow. Overall, cleanliness, amenities, and service fell short of what I expect from the Parkroyal brand.

The pool was pleasant, though the cabanas looked worn and need refurbishment. The hotel has potential, but service and attention to detail need work. At check-in I waited a long time without anyone acknowledging me or giving an update. Even a quick word to say someone would be with me would have helped. When Nada finally assisted, there was no greeting, smile, or welcoming feel. Breakfast also lacked in variety and service. Bread and butter pudding was available, but when we asked about custard sauce, a server said there wasn't any. We asked the chef later, and only then did he notice it was missing and fetch it from the kitchen.